As a Patient Account Representative at MercyOne, your key responsibilities include the charge entry of patient accounts, verification of patient data, producing billing claims for patients and third-party payers, and managing all incoming calls related to the billing cycle. You will also be tasked with reviewing billings for compliance with contracts, researching denied claims, and following up on patient accounts.

To become a Patient Account Representative at MercyOne, candidates should have a high school diploma or equivalent, along with prior experience in billing, accounts receivable, and/or collections. Additionally, a solid customer service background is beneficial. Familiarity with Part B Billing/Reimbursement courses is preferred, and candidates should possess good word processing skills, with a typing speed of at least 40 words per minute.

Patient Account Representatives at MercyOne enjoy a positive work environment with limited physical demands. The role is primarily sedentary with opportunities for light walking, and the work is conducted in a safe area with minimal exposure to adverse conditions. The focus on team collaboration and communication enhances the work experience.

MercyOne is committed to the growth of its employees, offering a full benefits package along with various opportunities for career advancement. Ongoing training and mentorship are part of the culture, ensuring that all Patient Account Representatives can enhance their skills and expand their knowledge in the healthcare industry.

MercyOne considers diversity, equity, and inclusion foundational to its mission. The organization actively fosters a workforce that reflects a variety of lived experiences and backgrounds, ensuring that all employees, including Patient Account Representatives, feel respected, valued, and included in achieving the healthcare organization's goals.

When interviewing for the role of Patient Account Representative, it's important to highlight skills such as attention to detail, strong communication abilities, and a customer-service-oriented attitude. Experience with billing software and knowledge of medical terminology can also enhance your candidacy.

In responding to this common interview question, demonstrate your empathy and problem-solving skills. Clearly explain how you would listen actively to the patient’s concerns, validate their feelings, and provide clear, concise information about their billing issue, working collaboratively to find a resolution.

When addressing this question, it's best to use the STAR method (Situation, Task, Action, Result). Share a specific scenario where you identified the discrepancy, the steps you took to investigate it, the resolution achieved, and how it positively impacted the patient or the company.

Discuss your time management techniques, such as prioritizing tasks based on urgency and importance, utilizing tools to track milestones, and remaining organized to handle patient inquiries efficiently while ensuring all accounts are updated appropriately.

Highlight your commitment to ongoing learning. Mention resources such as industry webinars, newsletters, and professional organizations that keep you informed about changes in healthcare billing practices, which will be beneficial for the Patient Account Representative role.

Explain your understanding that third-party payers are entities like insurance companies that are responsible for processing claims and providing reimbursement. Emphasize how familiarity with their processes can aid in effectively managing patient accounts and ensuring timely payments.

Discuss your collaborative approach to training by providing guidance, sharing resources, and fostering an atmosphere of support. Allow for questions and feedback, ensuring they feel comfortable in the role of Patient Account Representative.

Mention that by thoroughly reviewing each billing claim before submission for accuracy in line with managed care agreements, you would actively reduce the risk of claim denials and follow up as necessary to ensure compliance at all stages.

Share techniques you use to cope with stress, such as taking short breaks to refresh your focus, utilizing stress management strategies, and maintaining an organized workflow to stay on top of your responsibilities as a Patient Account Representative.

Express your passion for making a positive difference in people's lives and a strong interest in the healthcare industry. Highlight how supporting patients through managing their accounts identifies with the overall mission of MercyOne.